Experienced Customer Service Technical Support Specialist

Experienced Customer Service Technical Support Specialist

At ASSA ABLOY, our global teams collaborate seamlessly to craft products and services that integrate into our users' lives, simplifying their everyday routines and enhancing convenience. By empowering users to control access, we provide unparalleled peace of mind through enhancing safety and visibility. The Customer Service Technical Support Specialist is an integral part of providing our customers with outstanding experience. Customer Service Technical Support Specialists can often take a bad situation and turn the customers' experience into a positive one. This position is full-time, on-site in Berlin, CT.

What you will be doing:

• Provide technical information and support to both internal and external customers, end users & field sales.
• Responsible for answering product support calls, chats and emails for Corbin Russwin, ACCENTRA, and Arrow products.
• Act as the liaison of product information from the field to the Profit Center Managers and production personnel.
• Responsible for providing feedback to sales and customer base as a result of problem solving.
• Perform root cause analysis of returned product and assist with corrective actions.
• Review Special Product Application Requests for accuracy and completeness.
• Review new and existing product literature & recommend changes to ensure accuracy.
• Support production with assembly, quality, application, and engineering issues.
• Provide training on the floor and perform quality checks.

What we are looking for:

• 3-5 years experience in a customer facing role
• Strong analytic and logical problem-solving skills with a demonstrated attention to detail are required.
• Hands on Mechanical aptitude with Installation experience.
• Requires strong listening and interpersonal skills with the ability to effectively work and communicate with internal and external customers.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Outlook, Word, and Excel.
• Ability to manage projects and recognize improvements needed by customers.
• Will require the ability to tackle problems and take independent action, seek out answers, act on opportunities, and generate new ideas.
• Ability to work on complex assignments where considerable judgment and initiative are required in resolving problems and making recommendations with a customer focus.
• Limited travel for field troubleshooting, repairs and replacements.
• Ability to lift up to 50lbs on occasion.
• Bachelors or Associates Degree in a technical field preferred, but not required with relevant job experience.

What we Offer!

We believe in creating opportunities and providing benefits that empower you to grow, thrive, and build a rewarding lifelong career with us. Here is just a sample of what you can look forward to as a member of our team:

• Competitive Salary
• Paid Vacation, Sick Time, and paid Company Holidays
• Medical, Dental, Vision, 401(k), Short and Long-term Disability, Life and AD&D Insurance
• Tuition Reimbursement, Learning and Career Development opportunities
• Flexible Spending Employee Assistance Program
• Discount portal
• Recognition, well-being, and employee experience programs designed to support and celebrate you throughout your career

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.